Customer Onboarding Executive (Hybrid)

Company Description

Fastmarkets is an industry-leading price-reporting agency (PRA) and information provider for global commodities, providing price data, news, analytics and events for the agriculture, forest products, metals and mining and new-generation energy markets.

Fastmarkets' data is critical for customers seeking to understand and predict dynamic, sometimes opaque markets, enabling trading and risk management. Fastmarkets is a global business with a history dating back to 1865 and is built on trust and deep market knowledge. It has more than 600 employees spread across global locations in the UK, US, China, India, Singapore, Brazil, Belgium, Finland and beyond. 

Job Description

The Role

• This person will have had experience or be working in Customer Success, and they will enjoy a passion for customer experience and an aptitude to excel in a rapidly growing, global business with a widely varying customer base.

  They will be joining an established Customer Success department who strive to offer our customers the best possible experience – both from their first interactions with Fastmarkets and throughout their journey with us.

  The Customer Onboarding Executive (APAC) will provide a seamless and successful onboarding experience to new customers beginning their relationship with Fastmarkets, to existing customers who are migrating to the Platform and to those customers who have low engagement.

  They will be looking after the entire APAC region for our 3 commodities: Agriculture, Metals and Forest.

Principal Accountabilities

• Platform Webinar training

• Customisation sessions (121 training with customers)

• Adoption conversion rates during the onboarding period (the first 8 weeks)

• Identifying leads/upsell opportunities

• Detecting ‘at risk’ accounts

KEY INTERFACES

• Adoption Team
• Customer Success Team
• Client Services Team
• Global Sales Team
• Strategic Sales Team
• Product Team
• Editorial Team

Qualifications

We recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission to provide the world’s leading and most trusted price reporting, events, and intelligence service for the markets we serve. We’re proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace, where everyone feels able to participate and contribute meaningfully.

If you are open-minded, curious, resilient, solutions-oriented and committed to promoting equality, then read on...

KNOWLEDGE, EXPERIENCE AND SKILLS

We are looking for an individual who is highly motivated, driven, and have a passion to be part of a fast-paced, successful team. Being a strong team player is also important as well as someone who is happy to work flexibly.

Requirements

• Ability to build rapport and interact with customers
• Exceptional communication skills (with an emphasis on presentation skills)
• The ability to build out workspaces and customise our platform to meet our customer needs
• A customer centric mindset, focusing on customer loyalty, satisfaction, whilst remaining commercially minded
• Experience of working in a global business
• Knowledge of a second language (Mandarin) would be beneficial

Other responsibilities will include:

• Working with the Account Executives and Account Managers to define and document the customer's expectations of the Platform and how they are determining their ROI
• Using this information, and customer knowledge, to put together the correct onboarding programme - following the standard approach where possible but tailoring the approach where required
• Agreeing KPI's with the customer (and Account Manager) on what a successful onboarding programme looks like, monitor and report on this data
• Developing rapport with the key Customer stakeholders to ensure their support when engaging and training users and deliver onboarding calls with the key stakeholders
• Supporting the process of developing tools and techniques to accelerate adoption and enhance the customer experience during the onboarding process
• Identifying gaps in a customer’s current package and solution and effectively documenting and communicating this to Account Managers
• Maintaining thorough and up to date client documentation
• Ensuring a successful transition to Customer Success/Account Management post onboarding

If you're excited about the role but your experience, skills or qualifications don't perfectly align, we encourage you to apply anyway.

Additional Information

Our Values

Fastmarkets people come from all different walks of life. It’s this mix of brilliant personalities, experiences and insights that gives us that warm, open, and friendly culture you can feel as soon as you meet us. But however wonderfully different we all are, there are six things we all have in common – and they form our Fastmarkets values.

Created by our own employees to reflect some of the personal traits that Fastmarkets people have, our values are key to what makes our culture unique. They reflect who each of us are and they're embedded in everything we do. Our values are:

• METRICS DRIVEN. We use insights to improve our customers’ experience and our business performance
   
• ACCOUNTABLE. We are accountable to ourselves and those we work with: we keep our promises and get things done
   
• GROWTH MINDSET. This value enables us to be nimble to the changing realities and operate with a sense of urgency
   
• INCLUSIVE. We are inclusive and respectful, celebrating each of us and giving everyone a deep sense of belonging with the desire to bring their best self to work every day.
   
• CUSTOMER CENTRIC. We are customer-centric in all that we do
   
• COLLABORATIVE. We are collaborative, able to work across teams and capitalise on the diversity of intellect, perspectives, and experiences.

You’ve read a little about us – now it’s over to you!

If you like what you’ve read so far and think you can see yourself as a Fastmarkets person, it’s time to fill in your application form. This form is an important part of the selection process: it’s used to determine whether or not you’ll be chosen to have an interview and acts as a basis for the questions we’ll ask you on the day.

It’s vital that you try to capture all the relevant information we have asked for on the form so we can get a good feel for who you are and why you’re great.